Customer Success Manager Construction

Job title: Customer Success Manager

Department: Customer Success

Location: London/Europe Extensive travel required

ABOUT XYZ REALITY

XYZ Reality are the creators of the worlds first and only engineering-grade Augmented Reality solution purpose built for the construction industry. Not only have we created this holographic technology that sits within The Atom a smart site-safe headset/hardhat but we implement it on projects utilising the power of AR to ensure that all schemes are completed in line with delivery timescales and budgets.

XYZ has grown to over 100 staff across the UK US & Europe and is working with Mission Critical organisations & construction companies to successfully deliver major projects.

THE ROLE

Customer Success Managers are the face of XYZ Reality for our clients. They make people feel the product.

This role is for someone who has spent years in construction delivery in Electrical Engineering CSA Project Controls or Commissioning and knows the industry inside out. Youll use that hard-won experience to connect with site teams on their level understand their pressures and show them how XYZ Reality helps them deliver better. Youre not a software salesperson. Youre a construction professional who has found a better way.

Youll spend a lot of time on sites working directly with project teams and building the kind of trust that only comes from actually having lived it. But youll also need to hold your own in a room with VPs and senior client stakeholders translating field reality into business value.

If you love construction but are frustrated with the way things have always been done and youre genuinely curious about where technology can take the industry this role was built for you.

KEY RESPONSIBILITIES

Own the day-to-day client relationship across your assigned projects acting as the primary point of contact for site teams project managers and senior stakeholders to ensure they are getting full value from the XYZ platform.

Drive on-site adoption of the XYZ platform working directly with field teams to embed the service into daily workflows remove adoption barriers and ensure the product is genuinely improving how work gets done.

Be the bridge between site and senior leadership translating on-the-ground performance issues and wins into clear reporting and insight for client Project Directors Construction Directors and VPs.

Identify risks to client satisfaction or adoption early flagging issues proactively coordinating with internal teams to resolve them and maintaining a high standard of delivery across every project touchpoint.

Support commercial growth contributing to account retention and expansion by building strong relationships demonstrating measurable delivery impact and partnering with the Commercial team on client conversations.

Feed real-world insight back into XYZ sharing client feedback site observations and adoption patterns with Product Operations and Leadership to help shape how the platform and service evolves.

REQUIRED QUALIFICATIONS

Proven background in construction delivery with specialism in one or more of: Electrical Engineering Civil / Structural / Architectural (CSA) Project Controls or Commissioning on major programmes.

Hands-on site experience that gives you genuine credibility with field teams combined with the communication skills to engage effectively with senior client stakeholders up to VP level.

Comfortable with extensive travel to project sites as a core part of the role this is a field-facing position not a desk job.

Curiosity about technology and genuine openness to learn you do not need to be a tech expert but you need to believe that better tools can change how construction gets delivered.

KEY EXPERIENCE & SKILLS

Deep construction specialism Electrical CSA Project Controls or Commissioning

Naturally builds trust with site teams & senior stakeholders alike

Clear confident communicator from Sub-Contractor to VP

Client-focused with a drive to deliver measurable value

Curious about technology & motivated to learn

Resilient adaptable & thrives in a fast-moving environment

BENEFITS

25 days annual leave public holidays

Private healthcare with Vitality

Christmas shutdown days on top of leave allowance (24 per year usually)

Office located within a 5-minute walk from Angel station

Hybrid working

Biannual salary reviews

Summer & Christmas staff parties

Free lunch bought in and after-work gathering/drinks every other Thursday in the office

Employee referral scheme

Make a real-world impact of revolutionising the construction industry

Required Experience:

Manager